Customer Support Specialist - Cork

TELUS Digital; Cork; On-site; EUR 45,000 - 60,000; Full time

Job summary

TELUS Digital Ireland in Cork, onsite, is seeking an experienced Operations Quality Analyst to guide teams in best practices, coach performance, and drive quality metrics. You will collaborate with team leaders to support internal targets and contribute to operational improvements.

You will work with the Training and Management teams to develop and deliver quality initiatives, rubrics, and coaching practices that enhance customer interactions across chats, email, SMS and phone channels.

Qualifications

• Experience in quality assurance and coaching in a fast paced support environment.
• Ability to guide team members on best practice methodology and client guidelines.
• Proven track record of driving quality metrics and performance improvements.

Responsibilities

• Assist team members with live case management, quality questions, and tool usage.
• Coach individuals to develop core skills and improve performance.
• Perform quality reviews and contribute to rubric maintenance and development.
• Provide training materials and reports to management and teams.
• Lead quality sessions/workshops and collaborate with managers on training needs.
• Maintain performance records and support continuous improvement initiatives.

Skills

Customer service

Attention to detail

Communication

Analytical thinking

Job description

Description

Hours of Operation: 2:00 p.m. to 1:00 a.m. across Mon-Sun, subject to change

TELUS Digital Ireland

Location: onsite in Cork, Ireland

We're launching an exciting new team at our Cork office, and looking for an experienced Quality Analyst to join the new account. This team's scope is to support customers of a privacy-focused tech company —working at the forefront of creating a safer, more private internet (via chats, email, SMS and phone).

Position Overview

The role of Operations Quality Analyst will involve providing guidance and direction to team members in best practice methodology using client guidelines and processes. The role will be to support the Operations KPI’s through Quality and coaching. You will work with the Team Leaders to ensure that support is given on an individual basis to meet agreed internal targets. Your key focus will be to help drive up the determined quality metrics across the operation. This will involve working closely with the Management team to best support performance management and team member development.

This will involve support and development of team members at all levels. You will have an opportunity to work closely with the Training team and other functions to drive Operational improvement through innovation and creative thinking.

Responsibilities:

• Assist in helping team members with live case management and questions about quality, tools usage, product and accuracy of responses.
• Responsible for coaching individual team members to develop their core skills and improve performance.
• Perform Quality reviews as required by Operational needs.
• Support Quality rubric maintenance and development
• Complete Accuracy Reviews and provide continued support and coaching on Cloaked tools.
• Complete team members feedback sessions regarding all Quality metrics.
• Create an open and honest feedback flow with Management regarding team members performance and recommendations.
• Maintain all relevant performance records
• Provide assistance, support and training materials as and when required.
• Provide daily / weekly / monthly updates and reports.
• Running Quality sessions / workshops, where necessary
• Collaborating with the Team Manager and team members to identify training, performance & quality requirements
• Identify and implement initiatives to drive up Customer Satisfaction
• Working on ad-hoc projects, tasks, deep dives as requested by the Client or by Management
• Maintaining up to date expertise on company products, procedures & processes
• Any additional responsibilities as required by the role

Core Competencies:

• Very customer service focused, with the ability to deal both with your colleagues, team managers and customers in a friendly, respectful and polite manner
• Excellent organisational skills with the ability to plan & prioritise your tasks to complete your workload
• Strong multi-tasking with excellent time management skills
• Strong attention to detail, analytical skills and excellent communication are essential with a proactive and positive approach to tasks
• Must have the ability to take ownership of this role, and constantly strive to make continuous improvements to the quality and performance function
• Excellent listening skills essential as well as being empathetic to the needs of the team members , management and clients
• Ability to maintain professionalism and confidentiality with information
• You will have a proven ability to deal with problems and solve them effectively
• An effective team player, you will be motivated, hardworking, and needs to be very flexible

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.